Sales and Service Coach - Cape Town at FNB South Africa

Purpose

• To support performance improvement of individuals through on the job coaching and training, in order to continuously enhance service delivery.

Experience and Qualifications

• Relevant Certificate/Diploma in Teaching or Facilitation.
• 2 -3 Years experience in individual coaching and contact centre quality assurance.

Responsibilities

• Identify and escalate potential risks which may lead to increased costs.
• Be aware of own work delivery against cost parameters within the department.
• Adhere to standards and procedures to reduce costs.
• Identify process improvements in order to save costs.
• Adhere to shared company values and service standards with regard to customer interaction.
• Resolve customer dissatisfaction/complaints by taking ownership of the problem.
• Analyse customer feedback to help improve customer service.
• Ensure that delivery is accurate, timeous and of an acceptable standard.
• Ensure that product knowledge and advice is technically accurate.
• Know and understand customer needs in order for agents to deliver a quality service.
• Propose ideas to improve customer service.
• Assist with the implementation and maintenance of the customer service plan.
• Maintain and improve standards of customer service delivery across area of responsibility.
• Diagnose the root cause of problems and identify solutions to solve them.
• Review Customer Service performance in line with the company policy.
• Coaches and develops staff in order to entrench a high-performance culture and customer care excellence.
• Identify effective activities to address own development gaps.
• Create own development plan and review plan with line manager.
• Understand which competencies and skills are required to be mastered to ensure personal development and performance.
• Contribute to team success by ensuring team commitment and cohesion.
• Value individual contributions and show respect for others.
• Share best practices that will benefit the team.
• Respect diversity and value inclusivity.